Customer Service Representative

Summary

Provide clerical work and minor administrative and business detail.

• Provides insurance quotes and accepts insurance applications.
• Interprets policies and explains insurance coverages & procedures.
• Process changes to insurance policies.
• Assists with seeking new insurance business.
• Process payments for insurance policies.
• Assists with the negotiation and selling of insurance products.
• Reads and routes incoming correspondence such as mail, fax, etc.
• Produce and forward insurance verifications for vehicles and certificates of insurance for Agent.
• Greets visitors and conducts to appropriate area or person.
• Prepares outgoing mail and correspondence, including e-mail and faxes.
• Assist with answering phones, forward calls, and take messages as necessary.
• Organizes and maintains file system, and files correspondence and other records.
• Coordinates and arranges meetings, prepares agendas, reserves and prepares facilities, and records and transcribes minutes of meetings.
• Makes copies of correspondence or other printed materials.

• Receive and receipt payments for membership.
• Process membership payments in IMIS.
• Enter new membership information in IMIS, print new member cards and mail.
• Follow up with reminders on overdue membership.
• Additional duties, as assigned by County.

• Customer Service: Manages difficult or emotional customer situations;
  Responds promptly to customer needs.
• Interpersonal
  
  Skills:
  
  Focuses on solving conflict, not blaming;
  Maintains confidentiality;
  Listens to others without interrupting;
  Keeps emotions under control.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions.
• Written Communication: Writes clearly and informatively;
  Edits work for spelling and grammar;
  Varies writing style to meet needs;
  Able to read and interpret written information.
• Business Acumen: Understands business implications of decisions.
• Diversity: Shows respect and sensitivity for cultural differences;
  Promotes a harassment‑free environment.
• Ethics: Works with integrity and ethically;
  Upholds organizational values.
• Organizational Support: Follows policies and procedures;
  Completes administrative tasks correctly and on time.
• Judgement: Displays willingness to make decisions;
  Exhibits sound and accurate judgment.
• Planning/Organizing: Prioritizes and plans work activities;
  Uses time efficiently.
• Professionalism: Approaches others in a tactful manner;
  Treats others with respect and consideration regardless of their status or position.
• Quality: Demonstrates accuracy and thoroughness;
  Looks for ways to improve and promote quality.
• Adaptability: Adapts to changes in the work environment;
  Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality: Is consistently at work and on time;
  Ensures work responsibilities are covered when absent.

• Education and/or
  
  Experience:
  
  High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Language
  
  Skills:
  
  Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization.
• Mathematical
  
  Skills:
  
  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Computer
  
  Skills:
  
  General knowledge of computers and computer systems including hardware and software.
• Other
  
  Skills and Abilities:
  
  Must have knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard office equipment, at a level generally acquired through 1+ years related experience.
• Physical Demands: Requires regular sitting, talking, hearing, standing, walking, hand use. Occasional reaching with hands and arms and stooping, kneeling, crouching, or crawling. Reasonable accommodations may be made.

The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.